Senior Program Manager- Planning & Enablement Service Excellence

Description

The Planning & Enablement team for Service Excellence in Business Customer Experience (BCX) is the driving force behind our business contact center and advanced technical support teams for both wireline and wireless. As a trusted advisor and Sr. Program Manager, you will play a pivotal role in executing our key programs and initiatives that propel our business unit to new heights of success. With your expertise and guidance, we will revolutionize the way we deliver exceptional customer experiences and exceed expectations. Get ready to embark on an exhilarating journey where innovation, collaboration, and excellence are the cornerstones of our success!

Here’s the impact you’ll make and what we’ll accomplish together

This Sr. Program Manager role is a key, strategic position that will contribute to the execution of TELUS business strategy. The successful candidate will have responsibilities for managing the implementation of enterprise level projects in a multi-faceted, challenging, complex, multi-disciplined environment. The Program Manager is highly visible in maintaining control of their project with exceptional leadership ability in resolving conflicting priorities, resource issues, dependencies, risk management, contingency planning and scope change requirements. The primary objective is to ensure that all projects effectively deliver the desired outcomes for our organization, while also ensuring that our operations teams are fully prepared and equipped to seamlessly transition during deployments. This entails focusing on robust business readiness and change management practices to facilitate smooth project implementation and operational readiness. A key component of the role is communication to Director and VP level stakeholders and management of risks related to delays and conflicting priorities/system deployments.

Your mandate is to construct, own, and execute our complex and commercial service assurance transformation. This involves managing robust strategies to optimize our process across all support streams.

We are seeking a highly adaptable individual who boldly champions collaboration, execution, and thrives on collective success. If you excel in a fast-paced, growth-oriented environment and have a knack for solutioning with result-oriented plans, you are the missing piece to our puzzle.

What you’ll do

• Lead, manage and prioritize concurrent projects and initiatives
• You have a passion for technology and a good awareness of systems used in Contact Centers
• Identify and involve key stakeholders in projects, and develop effective working relationships
• Manage project dependencies and maintain project road maps to create alignment across teams
• Build a robust business readiness and change management plan
• Produce high quality presentations with a clear story line
• Prepare and communicate status reports
• Deciding on suitable strategies and objectives
• Building/collaborating with project teams
• Lead project working team members
• Apply change, risk and resource management
• Assume responsibility for the project’s people and partners
• Tracking project performance and aim to maximize ROI
• Plan and facilitate discussions, meetings and working sessions

Qualifications

• You are a self-starter with a passion for working in a dynamic, high performance culture.
• You can play the role combining your exceptional collaboration, relationship management, influencing and negotiation skills with your compelling storytelling and an ability to present to executive audiences.
• Leveraging your financial & business acumen you will have the ability to comprehend the business value and speak to leadership in terms they understand.
• Recognized for being clear, concise and influential in all aspects of communications (verbal, written, presentations)
• Able to manage all aspects of high risk/complexity projects over the entire life cycle (initiate, plan, execute, control, close)
• Known for bringing spirit of teamwork and collaboration to everything you do
• Agile learner with the ability to operate at the intersections of big ideas and small details, thinking and doing, boldness and humility, leading and following
• You are comfortable with data management and leverage analytics to drive solution identification decision making
• Minimum of 5 years of experience managing cross-functional IT / systems projects and stakeholder groups
• Demonstrate subject matter expertise when providing updates for senior leaders
• Familiar with Google Suite & Asana